- Dashboard Overview:
- Familiarize yourself with the Dashboard interface.
- Understand key sections: Ticket Views, Analytics, Recent Activities.
- Use the navigation bar to access different modules.
- Managing Tickets:
- Select the "Tickets" tab from the navigation bar.
- View and filter tickets based on status, priority, or agent.
- Open a ticket to view details and respond.
- Edit ticket properties such as status or priority as needed.
- Communicating with Customers:
- Use the reply box to communicate with customers directly.
- Attach files or canned responses to enhance communication.
- Choose to email the customer or add private notes for internal use.
- Generating Reports:
- Click on the "Analytics" section from the navigation bar.
- Select a report template or customize your own.
- Analyze data to assess performance metrics and customer trends.
- Utilizing Knowledge Base:
- Access the Knowledge Base through the search bar by typing in keywords
- Search for articles or FAQs to assist in resolving tickets.
- Contact the training department if it's deemed necessary to either add content or update the existing Knowledge Base content.
Definitions:
Define frequently used terms or acronyms and provide additional information.
Term | Definition |
Ticket | A record in Freshdesk representing a customer's inquiry or issue. |
Dashboard | The main interface in Freshdesk showing a summary of operations and activities. |
Analytics | A section in Freshdesk providing data analysis and reporting features. |